The videochat feature allows communication between audio and video devices between the operator and the client. The feature is available only if the operator has a maximum of one conversation active.

In case the customer enters via the Video Call, CallBack, or Invitation button, this feature is automatically turned on. The operator can see the customer in the default settings, and both the customer and the operator hear each other.

If the customer enters through the chat window, the feature can be turned on in the Call tab. After clicking the Call button, the camera output and the control buttons appear in the left column. It can turn audio and video on and off and possibly expand the screen to the full screen. After clicking the Call button, the customer’s chat prompts him to start a video call - here he can accept or reject it.

When a video call is launched, the application asks the customer to allow the browser access to audio-visual devices. Since the customer often does not know where to allow the browser to access the camera and microphone, we have added the status of these services directly to the operator environment. This not only gives the operator an instant overview, but the client is also informed that the browser does not have access to his/her audiovisual equipment.

During the call, both the client and the operator have the option to turn on/off both audio and video, or expand the video screen. The operator can take a screenshot of the client’s screen - it is stored in the session files (Share tab). All other active chat features can be used during the video call.

The video call can be ended at any time by both the operator and the client, and the session can be continued without it.

Site settings in Google Chrome

To ensure a good user experience during an Audio / Video call, it is advisable to allow the following permissions for the domain on the operator's side:

  • camera access (for video transmission)
  • microphone access (for audio transmission)
  • enable notifications (to display notifications of new messages from the client)
  • enabling audio notifications (automatic playback of the video stream without the need to manually click on the displayed "Play" icon, the so-called Auto-Play policy)

On the client side, it is advisable to obtain permission:

  • camera access (for video transmission)
  • microphone access (for audio transmission)

To access permissions in Google Chrome, click on the "lock" icon next to the URL and click on "Site settings".

A/V device settings and video resolution settings

The operator has the option to change the image quality (video resolution) during the A/V call and can also select the specific A/V device to be used. To do this, use the "gear" icon, which is displayed in the operator console, specifically in the upper left corner. The operator chooses a specific microphone, headphones/speakers and, last but not least, a camera and the required video resolution.

There are 3 options available for video resolution:

  • Default settings means native camera resolution, whithout the applecation specifying what resolution it wants. It depends on the hardware, the installed controllers and any other software that manipulates the camera (e. g. various applications from the device manufacturer).
  • High resolution represents 720p
  • Low resolution represents 360p

This settings affects the input data from the device that the application further processes and is ideal. The device may not support the resolution. In this case, the closest possible resolution supported by the device will be used.

The application uses WebRTC technology for video calls. This technology monitors not only the quality of the call participants' connection, but also the computing power of the AV sender and determines the degree of video compression and its final resolution.

results matching ""

    No results matching ""